Business Support Assistant / Customer Service Administrator - Local Authority
Job description
Original text imported from Reed
Business Support Assistant / Customer Service Administrator
- Location: Rotherham
- Job Type: Full-time
Join our local authority team in Rotherham as a Business Support Assistant / Customer Service Administrator. This role is crucial in supporting the delivery of the Council’s Crisis and Resilience Fund, replacing the Household Support Fund. You will be responsible for processing applications, assessing eligibility, and ensuring timely and accurate support to residents, while also coordinating with internal and external partners for additional support services.
Day-to-day of the role:
- Process applications to the Crisis and Resilience Fund using the Council’s CRM system, ensuring accuracy, consistency, and compliance with policy.
- Conduct initial triage of applications, assessing urgency, eligibility, and support needs.
- Make decisions on awards in line with agreed criteria, procedures, and delegated authority.
- Communicate with applicants via phone, email, or letter to gather additional information, provide updates, or explain decisions.
- Refer residents to appropriate internal teams or external organisations for further support.
- Maintain accurate and up-to-date records on the CRM system in line with data protection requirements.
- Ensure daily office coverage to support service delivery and work collaboratively with colleagues to manage workloads and ensure timely processing of applications.
- Support service start-up activities, including embedding new processes linked to the transition to the Crisis and Resilience Fund.
- Adhere to all relevant policies, procedures, and safeguarding requirements.
Required Skills & Qualifications:
- Experience in a customer-focused or casework-based role.
- Ability to assess information and make decisions in line with guidance and policy.
- Strong IT skills, with experience using case management or CRM systems.
- Excellent communication skills, both written and verbal.
- Ability to manage a varied workload in a fast-paced environment.
- Strong attention to detail and accurate record-keeping.
- Desirable: Experience with financial support schemes, benefits, or crisis support services, and knowledge of local or national support services for vulnerable residents.
Benefits:
- Opportunity for hybrid working after initial training and onboarding.
- Exposure to critical community support functions within a local authority setting.
- Professional development in public sector operations and crisis management.
To apply for the Business Support Assistant / Customer Service Administrator position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.
Key skills
AI-extracted from the job advert
Application advice
5 AI-generated recommendations to maximise your chances.
⭐ Highlight your CRM or case management system experience prominently as this role requires daily use of the Council's CRM system
📊 Quantify your customer service metrics: 'Processed 150+ applications weekly with 98% accuracy rate'
🎯 Emphasise any experience with financial support schemes, benefits, or crisis services as these are specifically mentioned as desirable
🤝 Showcase your ability to work with vulnerable populations and demonstrate understanding of safeguarding principles
📋 Detail your experience in fast-paced environments managing varied workloads, particularly in public sector or similar settings
Suggested CV bullets
3 bullets our AI drafted for this specific advert, mirroring its ATS keywords.
Add these 3 bullets under your most recent experience:
- •Processed 200+ Crisis and Resilience Fund applications monthly using CRM system, achieving 95% accuracy rate in eligibility assessments
- •Conducted initial triage of urgent support applications, reducing processing time from 5 to 3 days through improved workflow management
- •Maintained compliance with data protection requirements whilst managing caseload of 150 vulnerable residents across multiple support schemes
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Letter preview — tailored to Reed
Dear Hiring Manager,
Rotherham Council's Crisis and Resilience Fund represents exactly the type of community-focused work I want to pursue, which is why I am applying for the Business Support Assistant position. My experience in customer service and case management systems, combined with my understanding of eligibility assessment processes, makes me well-suited to support vulnerable residents through this critical service.
My background in customer-focused roles has equipped me with the skills to assess complex information, make decisions within policy guidelines, and communicate sensitively with residents in crisis situations. I have extensive experience using CRM systems for accurate record-keeping and understand the importance of data protection when handling sensitive personal information.
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Interview questions
10 questions generated from this advert.
Technical
- ›How would you approach learning a new CRM system quickly and effectively?
- ›Describe your experience with case management systems and data protection requirements
- ›How do you ensure accuracy when processing high volumes of applications?
- ›What steps would you take to maintain data security when handling sensitive resident information?
- ›How would you prioritise applications during busy periods?
Behavioural
- ›Tell me about a time you had to make a difficult decision based on policy guidelines
- ›Describe a situation where you dealt with a vulnerable or distressed customer
- ›How do you handle conflicting priorities in a fast-paced environment?
- ›Give an example of when you had to explain a complex decision to someone who disagreed with it
- ›Tell me about a time you identified a process improvement in your previous role
STAR answer examples
Model answers using the Situation-Task-Action-Result framework. Adapt to your own experience.
Tell me about a time you had to make a difficult decision based on policy guidelines
Describe a situation where you dealt with a vulnerable or distressed customer